The following fields are included in the summary:
|
Field |
Description |
|---|---|
|
Queue Name |
Name of the CSQ managed by the supervisor. |
|
Waiting Calls |
Number of calls in the CSQ that are yet to be assigned to an Agent. |
|
Abandoned Calls |
Number of calls that were not handled by the agents. This also includes the calls that were disconnected by the customer before an agent accepts the call or the call is disconnected due to service disruptions. |
|
Longest Call in Queue |
Longest talk time of any call that the agent handled. |
|
Team Name |
Displays the team names that are associated with the CSQ. |
|
Agents Modified (Since Midnight)—Added |
Number of agents added to the CSQ since midnight. The server time is considered. |
|
Agents Modified (Since Midnight)—Removed |
Number of agents removed from the CSQ since midnight. The server time is considered. |